Contract cancelled without notification

[MsJHH]

Hello - yesterday I had a clear out of files my laptop deleting cookies in the process. When I tried to log-in to my Amazon and currency exchange accounts I discovered that my number was no longer active (I last used it two weeks ago but mainly use it to receive codes and messages from my son - I live in France but my French phone number is a recycled one and I don't want to use it as in the past it's been linked to a stranger's email address). After a day of trying to access my accounts I thought the easiest option would be to buy some credit which I've just done - but to no avail. I am effectively without a means of contact which could be an emergency (I am 72 and live alone in the countryside).  How do i reactivate my number, please?

[bristolian]

Pay-monthly contracts have monthly bills, no concept of topping up and are only cancelled if you explicitly give disconnection notice.

What you've described is a PAYG SIM that has gone into hibernation through lack of use - not a contract.

https://community.ee.co.uk/t5/Pay-as-you-go/What-is-pay-as-you-go-and-flex-hibernation-and-how-do-I-... - you will need to contact EE C/S to reactivate your number, assuming you are within the 273 day limit. If not, your number is lost.

[MsJHH]

No, it wasn't a PAYG SIM but a monthly contract I've had since 2019. It was used just two weeks ago and although not used regularly it is used at least once a month. I checked my bank account and they've not taken the Direct Debit for two months.

[bristolian]

Pay-monthly contracts do not get cancelled unless the account holder has explicitly given cancellation notice or used a PAC/STAC.

How much were you paying each month on your direct debit? I suspect this was a recurring PAYG pack, not a monthly contract.

[MsJHH]

£5.00 and it was definitely a monthly contract as I was unable to get a PAYG pack which, ironically, I would have preferred. I suspect they thought it didn't generate enough income.  

[Chris_B]

@MsJHH     Still sounds like a PAYG as contracts do not get terminated unless the account holder actually calls to terminate.     By any chance could it be a Flex tariff ?  as these are like a contract that you pay each month via a bank account but it’s a fancy PAYG but paid each month via a bank account. 

[MsJHH]

Up until May 2019 I had a PAYG as I used to use varying amounts each month, sometimes nothing, sometimes £15.00. I recall going into the EE shop in Felixstowe and asking for a pay monthly contract (they were mesmerised by my old flip phone but my preferred contract with friends and family is via my iPad so, for me, a phone is only necessary for emergencies, receiving a regular check in from my sons in the UK and codes from the bank, etc. as specified above). It was definitely a contract and I'm appalled that they can disconnect without notice. I've messaged them so we'll see what happens. 

[bristolian]

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@MsJHH wrote:

It was definitely a contract and I'm appalled that they can disconnect without notice.

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Pay-monthly contracts are only cancelled if one of two things happen.

1: The account holder explicitly gives disconnection notice

2: The account holder uses a PAC or a STAC and gives it to a new network provider.

Contacting EE CS is the correct thing to do here.

[MsJHH]

I've contacted EE CS so here's hoping for a successful resolution. EE remains my preferred provider and I was with them when they were Orange having left the devil's network and their appalling customer service (TT).

[Leanne_T]

Hi @MsJHH 

Please let us know how you get on after this has been looked into by our mobile care team. 

Leanne.